Navy Launches Conversational AI Program for Answering Help Desk Requests

The U.S. Navy has launched an experimental artificial intelligence program designed to answer thousands of help desk requests within 45 seconds.

Called Amelia, the AI program will serve as a testing platform for conversational AI. Amelia responds to support tickets using natural language processing, which enables the system to understand text. 

According to Nathan Hagan, deputy data officer at the Office of the Chief of Naval Operations, Amelia is limited to using Navy data, making the platform a safe use case, Federal News Network reported.

With the platform, the Navy was able to reduce its help desk staff to 15 people. Speaking at AFCEA NOVA’s Navy IT Day event, Hagan said the AI technology enables personnel to focus on more important operations, including saving lives, shooting a weapon or ensuring the safety of deployed sailors.

Operating Amelia is part of the Navy’s plan to harness the power of AI for tagging and sorting data. According to Duncan McCaskill, acting chief data officer for the Department of the Navy, keeping the information advantage of the United States against adversaries requires having the capability to fully understand and use the Navy’s datasets.  

Hagan said the Navy aims to complete characterizing and cataloging data by the end of fiscal year 2026.